FAQs
What is the primary responsibility of a Technical Support Engineer at Plaid?
The primary responsibility is to ensure customers' applications can operate as expected by investigating integration issues and providing support through troubleshooting, ticket resolution, and collaboration with internal teams.
What tools will I be using in this role?
You will be using internal tools, Zendesk for ticketing, and potentially Jira for issue tracking, along with data visualization tools like Mode.
How many customer tickets are expected to be handled daily?
The expectation is to respond to 10-12 customer tickets per day.
What kind of experience is required for this position?
A minimum of 2+ years in a customer-facing role and at least 6 months of experience working with REST APIs, SQL, CSS, HTML, and a coding language such as Javascript or Python is required.
Is there any ongoing project work involved in this role?
Yes, you will work on projects with other Technical Support Engineers to improve internal and external processes.
What is the salary range for this position?
The target base salary for this role is between $87,480 and $110,160 per year.
Is there room for career growth in this position?
Yes, as a Technical Support Engineer, there are opportunities for professional development and contributions to significant projects, which can lead to career advancement.
What qualities does Plaid look for in a Technical Support Engineer?
Plaid values a genuine interest in Support, commitment to providing a world-class customer experience, strong communication skills, self-starter mentality, and effective time management.
Does Plaid offer benefits as part of the compensation package?
Yes, Plaid provides a comprehensive benefits plan, including medical, dental, vision, and 401(k).
Does Plaid have a policy on diversity and inclusion?
Yes, Plaid is committed to building a diverse team and does not discriminate based on any legally protected characteristics, promoting an equitable financial ecosystem.